This document is a resume for Babirye Florence, a Customer Service Manager with over 4 years of experience. She is seeking a customer service management role where she can lead and manage all customer care activities. Her experience includes overseeing daily operations and supervising customer service representatives. She has a proven track record of exceeding targets for customer retention, satisfaction, and resolving complex issues. Her core competencies include leadership, active listening, problem-solving, and teamwork. She has relevant qualifications and references to support her application.
1. BABIRYE FLORENCE [KAMPALA- UGANDA] | [0782 840902/0772 822847] blessedflorence@ymail.com/babiryeflorence92@gmail.com]
CUSTOMER SERVICE MANAGER
■ Career Summary
Four years’ experience as a manager in Customer Service department.
As leader of customer care department, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.
Career Objective – Customer service management role in fast paced environment, where managing, leading and assuming responsibilities of all customer care activities and services, will ensure that the organization has broad-based, satisfied clientele.
Core Competencies:
Leadership, coaching and mentoring – Ability to motivate and train others.
Active listening.
Good Interpersonal and communication skills.
Excellent problem-solving skills.
High sense of integrity and respect for others.
Good at team work
Proficient in computer skills that is Ms- Word, Excel, E-mailing
Organized, combined with multi-tasking ability.
■ Professional Employment
Dominus Logistics Uganda Limited 2011- to date
Customer Service Manager Leadership:
2. Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support to company’s customers.
Solved all major customer problems/queries that subordinates were not able to solve earlier.
Trained and supervised customer service professionals to ensure optimum satisfaction of clients.
Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.
Notable Achievements and Initiatives:
Exceed targeted results in customer retention, client expectations, sales and support service as well as other customer service goals.
Designed quality control program and implement standards to coach employees toward high performance and success.
Assisted the department involved and top level management in solving severe issues which may have been produced due to firm’s services or products.
Sponsored by the management to further training in freight forwarding which entails customer care.
Other Key Functions:
Assisted and advised customers regarding usage and benefits of organization’s products and/or services.
Communicated with customers to receive their valuable feedbacks and suggestions for improvement in firm’s products/services.
Created and maintained tailor-made customer care training program.
Provided customers with on-the-spot solutions and, when necessary, refunds when dis-satisfied with firm’s services.
Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.
Attend to customer queries and inquiries in a courteous and timely manner for better turn around and customer satisfaction.
Negotiate with other service providers for smooth delivery of services to clients.
Ensuring that the company maintains good customer relations with the clients
Submit monthly reports.
Follow up on payments from clients.
Perform all the duties executed to me by the management,
3. Other work organizations
Union Logistics Uganda limited 2010-2011. (Customer service representative)
Union Logistics Uganda Limited 2009-2010 (Receptionist)
Emjac Uganda Limited. (Receptionist
ACADEMIC BACKGROUND
YEAR INSTITUTION AWARD
2013 URA East Africa Customs Freight Forwarding practicing certificate
2010 British Council Certificate in management
2000-2003 Makerere University Bachelor of Arts in Social Science
1998-1999 Entebbe secondary school UACE
1994-1997 Entebbe secondary school UCE
REFEREES
M/S Christine Ndagire
Regional Manager
Dominus Logistics Uganda Limited
Tel: 0751 192233
M/S Grace Kahwa
Business Development Manager
Amoo Limited
Tel: 0772 555 636
Mrs. Sarah Birungi
Administrator
Union Logistics Uganda Limited
Tel: 0772 470180